This is a fantastic opportunity to join a well-established, highly successful company based in Telford on a permanent basis in a brand-new role as an Assistant Manager in their Customer Service department. This will be a busy hands-on customer service role where you will be taking calls and dealing with customer enquiries in addition to supporting the Customer Service Manager with the day-to-day running of the department.
Responsibilities and duties will include, but not limited to:
- Supporting the Customer Service Manager with helping to manage/supervise the 2-5 staff within the department.
- Reviewing current Customer Service processes, procedures and systems to make them more efficient. As an example, could the volume of calls be reduced by setting up other means of customer contact and are the emails being reviewed and dealt with in the most efficient way.
- Dealing with enquiries via email and telephone. Use technical reference files and installation guides to help to answer queries. Finding additional information from production engineers/quality team/warehouse team where required.
- Dealing with requests for engineers to carry out service visits. Liaising with both the customer and the engineer to coordinate the service visit.
- Taking orders for spare parts via email & telephone. Inputting spare parts orders on the system.
- Deal with warranty queries. Input warranty registrations onto the company system.
- Deal with customer complaints and concerns via email & telephone.
Skills and Experience
- To be considered for this role you must have worked in a similar senior office-based customer service role.
- Previous experience of making process improvements and efficiencies
- Confident customer service skills and a polite telephone manner
- Excellent communication and interpersonal skills
- Able to multi-tasks and prioritise work.
- Outgoing and confident personality
- Ability to work in and stay calm in pressurised situations.
- Logical thinking and able to pass on technical information.
- Computer literate with accurate data inputting skills
- Planning and organisational skills
- Ability to retain technical information and product knowledge.
- Line management or supervision experience would be desirable but is not essential.
- Experience with CRM systems would be preferable but not essential.
The application process:
Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.
We will carefully consider your details and advise you if we’re able to progress with your application within 72 working hours. If you do not hear from us within this time your details won’t be retained. So, if you’re not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.
